bought a new laptop for step father and trying to get it setup with email etc. but don't remember the password and did the form several times with no response

Question

bought a new laptop for stepfather and I have been trying to finish the setup including email which he has had for 20+ years and he doesn't remember the password at all and went through the reset password form several times and I have got no response and I have checked the spam folder and nothing also I have tried the phone numbers about a dozen times each and of course no answer . Can someone please respond my stepfather has some important emails that he needs ?

Answer 1

Dear Jody Myers

Thank you for reaching out to the Microsoft Q&A Community . I understand you are having trouble setting up your stepfather’s new laptop because he cannot remember the password for his Outlook/Hotmail account, and previous attempts with the recovery form have not worked. I am happy to assist you with the steps below:  

Step 1: Reset the Password  

• Go to Reset your Microsoft account password.  
• Enter the email address and follow the prompts to receive a verification code.  

See : Reset a forgotten Microsoft account password - Microsoft Support  

Step 2: Use the Account Recovery Form Again  

• If you cannot access the recovery options, submit the Microsoft Account Recovery Form.  
• Provide as much detail as possible:  
• Previous passwords  
• Linked services (Xbox, Skype)  
• Billing details (even partial info helps)  
• Submit the form and wait for confirmation. If unsuccessful, you can retry with more details.  
• It can be a lengthy process as it's designed to ask questions about your account that only you can answer. Microsoft will review your answers and respond within 24 hours.  
• If you have already tried, improve your chances to successfully recover your account by watching the video below or reading through the following guidance first.  

Step 3: Contact Microsoft Support  

If all steps fail, please contact Support directly   

• Visit this website:  Contact - Microsoft Support             
• Type your problems in the search box there. ( For example, Contact support.)             
• Now click on Get Help and select Contact Support below.             
• Go to the Products & Services tab and choose the Outlook category             
• On the Category tab, choose based on your actual problem        
• Go to Confirm.             
• Choose to chat with a support representative or request a call back.             
• Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.     

Important Note:   For security reasons, Microsoft cannot send verification codes to an unverified email or manually recover accounts. As a moderator, I do not have access to your account or tools to restore it. The steps above are the only official options available. I’m very sorry for the inconvenience and appreciate your understanding.  

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Answer 2

Hi Jody Myers

It has been a while and I am writing to see how things are going with this issue. Have you had a chance to check the replies provided? Any update would be appreciated.  

Answer 3

Dear Jody Myers

Thank you for reaching out to the Microsoft Q&A Community again.  

As a community forum agent, I do not have access to your account or any tools to manually reset or bypass security verification. For privacy and security reasons, Microsoft cannot send verification codes to an unverified email or override account recovery. The only official options available are:  

• Add a new security verification method  
  • If you can sign in at Account Security , add an email or mobile number that can receive codes. If you cannot sign in, proceed to step 2.  
• Use the Microsoft Account Recovery Form  
  • Submit the form again at Account recovery Form.Provide as much accurate detail as possible:  
  • Previous passwords  
  • Linked services (Xbox, Skype)  
  • Billing info (even partial)  
  • Subject lines of recent emails   Each submission is reviewed within 24 hours. If unsuccessful, retry with more details.  
• Contact Microsoft Support for escalation  
  • Visit this website:  Contact - Microsoft Support   
  • Type your problems in the search box there. ( For example, Contact support.)   
  • Now click on Get Help and select Contact Support below.   
  • Go to the Products & Services tab and choose the Outlook category   
  • On the Category tab, choose based on your actual problem, such as cannot sign in.   
  • Go to Confirm.   
  • Choose to chat with a support representative or request a call back.   
  • Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.  

Important: If none of the above options work, the account cannot be recovered without passing verification. This is by design to protect account security.  

I truly understand how important these emails are, especially if they contain medical information, and I regret that I cannot directly resolve this for you. I can only guide you to the recovery steps and escalation channels.  

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".